Pools by Murphy

Pools by Murphy did not receive final payment from this customer therefor the warranty would have been void.  Had we received payment in full the work would have carried a one year warranty.  Pools by Murphy was not contacted to do the repair work, Mr. [redacted] hired another contractor to do the work.  We request that this case be closed.
Sincerely,
[redacted]
Pools by Murphy, LLC
[redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have repeatedly been given erroneous dates as to the time table for work to be completed.  In light of this, I have no real confidence that the job will be completed as stated.  Furthermore, in several instances, including today, I have cleared my schedule so as to be available when the contractors arrive, as there is payment due them at the next step in the process.  For instance, I made myself available today, as, per our agreed upon conversation, gunite was to be installed today.  I was never informed that this had been delayed, and so ended up having cleared my schedule to be here without cause.  I have made every effort to be available to fulfill MY contractual obligations, and am not at all pleased that I have had to cancel appointments and meetings when the contractors never arrived.  How should I best proceed when I find that dialog with Pools by Murphy is disingenuous?
Sincerely,
[redacted]

To Whom it May Concern,   Complaint #[redacted] Mr. [redacted]
[redacted]   Mr. [redacted] was poured on 5/18/2006. As stated on the back of Pools by Murphy’s contract, the decking holds a 1 year...

warranty. His warranty has greatly surpassed the warranty period. We no longer offer [redacted]. If Mr. Bower would like, we would be happy to price out a Stamped Concrete deck overlay which is what we offer regarding any Kool Deck repairs. Please feel free to contact me with any questions.   Thank You,   [redacted]   [redacted] Pools by Murphy [redacted]

Complaint: [redacted]
I am rejecting this response because:Dear Revdex.com:I have reviewed the response from Pools by Murphy and it points out the essence of this issue. They cannot admit that they are wrong in providing customer service. I appreciate the fact that they will compensate me for the fee charged by Leahy’s Propane (which I have not received), but they cannot admit that they were the ones who asked me to call [redacted] because they misdiagnosed the issue as no propane. They were wrong because the tanks were full and their workers did not hook up and connect the heater appropriately. Why can’t they just admit their error, rather than blame me and say they have many satisified customers. They incorrectly state that I have not been a satisfied customer, but in fact I have been very satisfied for over 10 years. Only recently, in the last two years, have their service has fallen off to below standard. Why is it so hard for Pools by Murphy to admit they made a mistake, provide excellent service, and own up to their responsibilities to the customer? They seem to be much more interested in their bottom line rather than provided excellent customer service. Too bad. It is also untrue that I have received free supplies and free openings. I only asked for a refund for my opening because all that was done was my cover was removed. For $425. It was not vacuumed, equipment was not checked and they had to come back and blamed me for no propane in the tank.  Also not true.   Shame on Mr. D[redacted] for misrepresenting me.  Is it typical that a company so concerned with their bottom line to admit no wrongdoing by saying, “I will be issuing a check in the amount of $147.83 to him this week to repay him for his service call by Leahy's Propane solely as a final courtesy.”Why couldn’t you be issuing this check with an apology for mistakes made, Mr. D[redacted] For me, it feels like you really don’t care about me as a customer. I will be seeking a new pool company closer to where I live for continuing care of my pool so there is no need for Pools by Murphy to reinstate my service. I no longer have trust in this company. I do feel that in addition to my refund of 147.83, that some portion of the opening costs be reimbursed because they did not live up to their commitment as stated. [redacted]
Sincerely,
[redacted]

Dear Ms. [redacted], There is a lifetime transferable guarantee on the back of the contract we signed. It reads: Pools By Murphy & Sons, Inc. (hereinafter referred to as Murphy) guarantees the pool to be free from defects in material and workmanship for the lifetime of the pool, which is the...

period that the pool is owned by the original purchaser, provided that the buyer has complied in full with the terms and payments and other conditions of this agreement. Murphy further guarantees that the pool structure A.      Will hold and contain water, and B.      Will not crack so as to leak During this period, in the event of a leak, Murphy will repair the pool so that it does hold water. In event of sale of property, for an inspection fee (amount to be determined at the time of sale), Murphy will, in writing, pass the above guarantee on to a subsequent owner. This guarantee does not cover items external to the pool such as coping, tile, plaster, plumbing or decking. At no time is Murphy responsible for the cost of water to fill or re-fill the pool.   Under this guarantee the defect in the steel rebar structure and gunite (not surface plaster) is clearly covered. Sincerely, [redacted]

To Whom it May Concern,   Complaint #[redacted] Mr. [redacted] [redacted]   Mr. [redacted] was poured on 5/18/2006. As stated on the back of Pools by Murphy’s contract, the decking holds a 1 year warranty. His warranty has greatly surpassed the...

warranty period. We no longer offer [redacted]. If Mr. Bower would like, we would be happy to price out a Stamped Concrete deck overlay which is what we offer regarding any Kool Deck repairs. Please feel free to contact me with any questions.   Thank You,   [redacted]   [redacted] Pools by Murphy [redacted]

Complaint: [redacted]
I am rejecting this response because:
The issue here goes beyond the warranty. Pools by Murphy was negligent in that it did not follow industry practice of installing an expansion joint between the pavers and coping. (The pavers were laid over concrete.) As a result, the shifting of the pavers applied undue pressure and cracked the tiling and bond beam.  Furthermore, given the extensive staining and bubbling of the pool floor would indicate that the overall repairs were sub-standard. Two separate pool companies reviewed the cracking and came to the same conclusion -- that failure to install the expansion joint led to the cracking.
The billing issue -- which we reject -- has nothing to do with the negligent work that Murphy performed.  
Sincerely,
[redacted]

Dear Ms. [redacted], There is a lifetime transferable guarantee on the back of the contract we...

signed. It reads: Pools By Murphy & Sons, Inc. (hereinafter referred to as Murphy) guarantees the pool to be free from defects in material and workmanship for the lifetime of the pool, which is the period that the pool is owned by the original purchaser, provided that the buyer has complied in full with the terms and payments and other conditions of this agreement. Murphy further guarantees that the pool structure A.      Will hold and contain water, and B.      Will not crack so as to leak During this period, in the event of a leak, Murphy will repair the pool so that it does hold water. In event of sale of property, for an inspection fee (amount to be determined at the time of sale), Murphy will, in writing, pass the above guarantee on to a subsequent owner. This guarantee does not cover items external to the pool such as coping, tile, plaster, plumbing or decking. At no time is Murphy responsible for the cost of water to fill or re-fill the pool.   Under this guarantee the defect in the steel rebar structure and gunite (not surface plaster) is clearly covered. Sincerely, [redacted]

RE:
[redacted] 
[redacted] 
[redacted]Daytime Phone: ###-###-#### font-size: 12px;" />
Evening Phone: ###-###-####E-mail: [redacted]
Pools by Murphy addressed the issues with the [redacted] pool and [redacted] is satisfied.
Sincerely,
[redacted]
Pools by Murphy, LLC

I have reviewed [redacted] account again, met with and discussed the service calls with our technician, and reviewed the history of [redacted]s account over the last several years.
Please understand the background from which we, Pools by Murphy, are making our decisions with respect to [redacted]...

[redacted]. Upon review of our service logs[redacted] has rarely been happy with the service we have provided for several years. He has repeatedly requested and received free supplies, pool openings, and pool closings. It would appear that regardless of what we do or provide M[redacted] we can not make him happy with our service. We believe our service personnel are some of the best in the industry, which is re-affirmed by the several hundred other service customers we have each year. Additionally, we find it hard to believe that if our service is as awful as [redacted] leads one to believe, that he would have stayed with us for 12 years as he notes. But the business reality is, that [redacted] is costing us more money to service than the amount we receive from him, if we receive payment from him and he doesn't demand a refund or free services or threaten to go to the Revdex.com as he has done now.That being said, while we totally disagree with [redacted]s synopsis of the events of the past 30-45 days regarding his account I will be issuing a check in the amount of $147.83 to him this week to repay him for his service call by [redacted] solely as a final courtesy.
We did open and clean his pool as contracted and re-affirmed by the fact that he is and has been using his pool since such time as we opened it. As such, we will not be refunding the $425 which we were paid for such service.
Finally, we do not wish to have a continuing relationship with Mr. Kass for all the reasons identified earlier, nor would I expect that he would want us to provide future services if our service has been so awful for so long.
Respectfully,
Daniel D[redacted]
Chief Financial Officer
Pools by Murphy

We are in receipt of Mr. Horowitz complaint.  The warrantee which he refers to does not cover discoloration of the plaster.  This can be caused by a multitude of things.  The pool has a lifetime guarantee not to crack so...

as to leak.
As is stated on the back of Mr. Horowitz' pool contract "This lifetime guarantee does not cover items external to the pool such as coping, tile, plaster, plumbing or decking."  It is also stated that "Murphy is not responsible for damage
or discoloration of the pool interior due to nature, neglect, quality or imperfection of the water supply."  We also have a form that was signed by Mr. Horowitz explaining the importance of pool chemistry and brushing of the pool noting 
that Pools by Murphy is not responsible for damage, discoloration , scaling or etching of the pool.  We have attached that form for your reference. Quoting the National Pool Plasterers Council, "Pool interior finishes are composed of materials
which may have inherent shading and/or color variation which is normal and should not be construed as a defect.  Due to environmental factors such as humidity, temperature, etc., during the installation process, normal color variation within
a surface coating, also called normal mottling, which is generally uniform shading, blotchy or cloudy appearance across the surface of a cementitious surface coating may appear.  These variations are beyond a contractors control. 
Discoloration and mottled shade variation is not considered a failure or defect, but is a characteristic of most cementitious products, not needing a remedy.  It is a normal occurrence of most exposed aggregate finishes to have variation
in the aggregate density, or variations in the concentration of aggregates across the finished surface." 
Pools by Murphy would like Mr Horowitz to be happy with his pool and ultimately continue to be a Pools b Murphy service customer.  If he would like to discuss options to refinish his pool Mr. Horowitz should feel free to contact the owner, Rich 
Murphy at ###-###-####, ext 15.  
 
Thank you,
Joanne Mucciacciaro
Pools by Murphy,LLC

Review: we have called numerous times to have issues fixed with a pool , we spend over 70K last year and they still have not contacted us to correct. We call service and VM's are filled,, they also they are busy. one issues involves safety for my children. part of a concrete piece by the cascading fall is loose . My child slipped when the rock slab moved while he was jumping into the pool. the cascading waterfall is also not working properly.Desired Settlement: I would like to call to your attention the poor customer service, lack of commitment on their promise they would fix any issue that surfaces and their lack of competence. We would like PBM to address this issues ASAP.

Business

Response:

RE:

Review: We contracted for a code compliant pool with a salt chlorination upgrade. They finished installation over 30 days ago and a) have not provided confirmation they secured all requisite City of [redacted] approvals at each step for their work so we could submit for final inspections, nor b) contacted us about installing the salt chlorination system, for which we paid extra. We have tried calling them and have sent numerous emails but all have thus far gone unresponded. These two issues come on the heels of a few others, which eventually were, for the most part, resolved.Desired Settlement: We prefer they fully refund us the additional upgrade cost for the paid for salt chlorinator AND definitively confirm and provide evidence of city approvals (the permit card remains without a few sign-offs). Additionally, should they not have secured all necessary approvals from the city, we need for them to correct whatever necessary at their cost and ASAP, they said they knew the codes and we provided a few reminders. It is unprofessional and incredibly poor business that they have pushed us to this point, not to mention frustrating, esp after the other issues we faced with them already.

Review: In the fall of 2011 Pools by Murphy built a gunite pool on our property. Upon opening the pool in April 2015 a serious defect was noted in the gunite with rust from the steel rebar bleeding through the plaster. Ever since we reported the defect the company promised they would come and fix it. Despite weekly calls we are still waiting to have the repair done.Desired Settlement: Gunite defect and any issues with steel rebar underneath will be repaired with no structural or visual defects remaining.

Consumer

Response:

Dear Ms. [redacted], There is a lifetime transferable guarantee on the back of the contract we signed. It reads: Pools By Murphy & Sons, Inc. (hereinafter referred to as Murphy) guarantees the pool to be free from defects in material and workmanship for the lifetime of the pool, which is the period that the pool is owned by the original purchaser, provided that the buyer has complied in full with the terms and payments and other conditions of this agreement. Murphy further guarantees that the pool structure A. Will hold and contain water, and B. Will not crack so as to leak During this period, in the event of a leak, Murphy will repair the pool so that it does hold water. In event of sale of property, for an inspection fee (amount to be determined at the time of sale), Murphy will, in writing, pass the above guarantee on to a subsequent owner. This guarantee does not cover items external to the pool such as coping, tile, plaster, plumbing or decking. At no time is Murphy responsible for the cost of water to fill or re-fill the pool. Under this guarantee the defect in the steel rebar structure and gunite (not surface plaster) is clearly covered. Sincerely, [redacted]

Review: We hired Pools by Murphy about four years ago to undertake a repair of our swimming pool and renovate the adjacent patio. We spent over $25,000 to re-plaster the pool, install new coping and put pavers over the existing concrete patio. This past spring, we noticed that the tiles had cracked in two places around the pool and there was staining on the plaster. We contacted two pool companies, which both gave us a the same explanation for the cracking: Murphy has failed to install an elastic caulking (our term) to prevent the pavers and concrete from expanding and exerting pressure on the pool wall and the bond beam . In addition, the staining was also due to improper construction practices. We also tried to contact Murphy, but they didn't return our call. We contracted for one of the companies to repair the damaged pool. At a cost of $6,435.18, the company: drained the pool, removed the coping where the damage had occurred, remove and replaced damaged tile, repaired the crack bond beam, acid washed the stained concrete and refilled the pool with water. In addition, the pool company discovered that concrete was bubbling up in one spot, indicating that Murphy had not probably adhered the new concrete to the foundation.Desired Settlement: We want Murphy to reimburse us for the cost of repairs -- $6,435.18.

Business

Response:

Our response to the complaint regarding [redacted] Our records indicate that there is an unpaid balance of $2,400.00 on this job. Our office is unaware of any problems with workmanship until this Revdex.com complaint was received. Had we received any complaint we would have addressed it. All contracted items carried a one year warranty which expired 9/15/2012. Sincerely, [redacted] Pools by Murphy, LLC

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The issue here goes beyond the warranty. Pools by Murphy was negligent in that it did not follow industry practice of installing an expansion joint between the pavers and coping. (The pavers were laid over concrete.) As a result, the shifting of the pavers applied undue pressure and cracked the tiling and bond beam. Furthermore, given the extensive staining and bubbling of the pool floor would indicate that the overall repairs were sub-standard. Two separate pool companies reviewed the cracking and came to the same conclusion -- that failure to install the expansion joint led to the cracking. The billing issue -- which we reject -- has nothing to do with the negligent work that Murphy performed.

Sincerely,

Business

Response:

Pools by Murphy did not receive final payment from this customer therefor the warranty would have been void. Had we received payment in full the work would have carried a one year warranty. Pools by Murphy was not contacted to do the repair work, Mr. [redacted] hired another contractor to do the work. We request that this case be closed.Sincerely,

Review: This company installed a product "Cool Deck" that was installed and endorsed as an upgrade to a standard deck or stone material that would not get hot in direct sunlight. This product after about 6 months started to peel up and has continued to peel since then. They have made two attempts to repair this product after physically trying to chip off the old product and reinstall. Not to mention the crack repair and new deck was not even close to the original collor. I know have a three tone cool deck surround and the newly replaced areas have peeled faster than the original deck panel areas.After spending over $40,000 to install this pool and over $12.00 per square foot for their "Cool Deck" they have not remedied the problem. I have been dealing with the deck issues for many years and need to bring this to closure. All the cool deck material needs to be removed and replaced with an acceptable new product.

Desired Settlement: DesiredSettlementID: Replacement

Remove the "Cool Deck" Material and replace with new product for entire pool deck.

Business

Response:

Business Response /* (1000, 13, 2013/08/08) */

This homowners pool and deck was constructed in May of 2006. The deck is well out of warranty. In an attempt to satisfy the homeowner, Pools by Murphy will be willing to remove and replace the kool deck with a new overlay spliting the cost with the homeowner.

Review: Pools by Murphy finally completed my pool, filled it with water, and left a fill mark across the 20' width. The rebar was protruding from the spa wall inside the pool area, leaking rust stains down the wall. They patched the rebar and the patch marks are black. They installed a patio of pavers, and the coping is cracking from not enough space, and the pavers are sinking. They closed the pool the first year with the walls smooth, and opened the pool with a tremendous case of scaling on the walls. The plaster is mottled all over, turning black, the trough marks are visible, and they refuse to fix the problems, despite a "lifetime" warranty. I ordered a white finish, they gave me grey, which is more delicate. I didn't want grey.Desired Settlement: I would like for them to pay for me to hire a competent pool company to correct their mistakes.

Business

Response:

RE:

Daytime Phone: ###-###-####

Evening Phone: ###-###-####

E-mail: [redacted]

Review: Pools by Murphy recommended and charge me for [redacted] -- a coating on my pool, and after two attempts and promises to repair the pool - they have not ....

While they blame the [redacted] - the underlying concrete is disintegrating, making me believe it is the workmanship of the concrete and not the [redacted] that is the problemDesired Settlement: The pool decking needs to be repaired permentantly.

Business

Response:

To Whom it May Concern, Complaint #[redacted] Mr. [redacted] Mr. [redacted] was poured on 5/18/2006. As stated on the back of Pools by Murphy’s contract, the decking holds a 1 year warranty. His warranty has greatly surpassed the warranty period. We no longer offer [redacted]. If Mr. Bower would like, we would be happy to price out a Stamped Concrete deck overlay which is what we offer regarding any Kool Deck repairs. Please feel free to contact me with any questions. Thank You, [redacted] Pools by Murphy [redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:

On numerous occasions Murphy has either repaired or promised (and not completed the work) to repair the pool. The most recently a couple of years ago.

While Murphy blames the issue on delamination of the Kool Deck, the problem is not universal across the decking. It is focused on an area of the decking and specifically the bull nose - which is disintegrating. Either the concrete mix was a problem or the pour of the concrete was done incorrectly.

This problems with the Kool Deck and Murphy's poor workmanship go back to the original pool delivery.

Further Kool deck ... if it was the issue ... was a value added product put on by Murphy. Murphy failed to do proper due diligence on the use of Kool Deck in the Northeast prior to offering it to customers.

Murphy is at fault in it's recommendation of the Kool Deck, and I believe in the installation of the concrete.

The only reasonable solution is to repair / repour the bull nose, and then scarify the decking leaving me to my own devices from there as to next steps. I do not trust Murphy to do any other work on my pool.

Sincerely,[redacted]

Review: Pools by Murphy was contracted to construct a gunnite pool for me at my home located at in Trumbull, CT in May of 2011, which construction began in June 2011 and was completed on or about September 7, 2011 with a one year warranty. By the middle to the end of the first summer (July-August 2012) I noticed the coloring of the pool was fading on the bottom surface of the pool. I notified Kelly Sullivan and Frank Bradley of Pools by Murphy via email on September 2, 2012, within the one year warranty timeframe of the issue and was told it would be addressed. It was not and Pools by Murphy closed my pool later that Fall. I again reached out to Kelly Sullivan of Pools by Murphy on May 21, 2013 when the pool was re-opened and this time sent photos of the problem as it had worsened and become more obvious to the naked eye. I spoke with Kelly Sullivan on the phone as well and she advised she would present it to the management and get back to me with a resolution. I received no reply. The summer of 2013 came and went without the warranty claim being addressed or resolved. I again wrote to Kelly Sullivan and Frank Bradley of Pools by Murphy via email on March 27, 2014 in the hope we could have the matter resolved before the pool season begins and again on April 22nd when I sent an email to the owner Rich Murphy. To date I have received no reply nor acknowledgement of my initial timely filed warranty complaint.Desired Settlement: I am requesting Pools by Murphy either resolve my issue prior to the full summer season beginning by either (1) draining the pool, re-applying the color treatment to the gunnite surface and refill the pool with fresh water and chemicals; or (2) agree to reimburse me for all costs associated with having to resolve the issue on my own.

Business

Response:

We are in receipt of Mr. Horowitz complaint. The warrantee which he refers to does not cover discoloration of the plaster. This can be caused by a multitude of things. The pool has a lifetime guarantee not to crack so as to leak.

As is stated on the back of Mr. Horowitz' pool contract "This lifetime guarantee does not cover items external to the pool such as coping, tile, plaster, plumbing or decking." It is also stated that "Murphy is not responsible for damage

This company was a train reck from the day they started the dig, the project manager was a man you couldn't say anything to. In one ear and out the other. He had the blue print upside down and insisted that is the way he was going to build it. Shape of the pool was all wrong, color of the gunite pool was wrong, truck to spray gunite broke down and now have little specs of gunite on my deck. after the project manager said I needed a $2000 wall and after it was installed, I was told by another worker and noticed myself, I did not need a wall. it blocks the pool from the patio. Said we needed to Move the spa to the other side of the pool and made the deep end less wide. The arrogance of the project manager was astounding. My dealings with Mike and Rodger were 5 star. Nicest people you would ever meet. Brent not so much. We had the pool finished because I already paid half and didn't want a hole in my yard all summer long.